Good News on the support front...

Riocaz · 08-17-2006, 10:47 AM

Quote:

Dear Mr. Donovan,

Your defective device will be replaced with a new iLiad.
You can expect the replacement within the next 2-3 working days.

I guess going overboard and stropping everywhere (here, their forum, via email, and by phone) works...

Or maybe they just listened to the more reasonable people and changed their policy...

deadite66 · 08-17-2006, 11:09 AM

they had to do something bad press was mounting up, they seem to be having a lot of faulty units atm and the only way to offset this initial ill feeling is to have a very good returns/repair policy because i can guarantee everyone that has a poor time of it will be vocal about it on the Internet.

CommanderROR · 08-17-2006, 11:58 AM

Good for you riocaz...and hopefully good for the other people who are waiting too.

Mr. Goodbar · 08-17-2006, 02:12 PM

Congrats. Hopefully they will extend that to the rest of us waiting for repairs. I already told them that was my expectation given that it was a doa unit. I just emailed them again for a status update.

DHer · 08-17-2006, 03:31 PM

I received a mail today telling me my iliad is repaired. It will be shipped first thing tomorrow. Yay.

Quote:

We have reinstalled your iLiad with the latest software(v2.6) and we
have also replaced your display, which had a slight burn-in of the start
up image (due to having it on the display for almost 3 weeks).

I think the second part might be an explanation why you *should* clean the screen before shutting down. (Even if i can't explain how burn-in should happen - and why it can't be removed by cycling between black and white for a few times)

High 5 · 08-18-2006, 11:08 AM

Congratulations to the both of you!

El Chupacabra · 08-18-2006, 11:32 AM

Congrats! I'll talk to you all later, it just arrived mine and I'm trying to set up my network. By the way, #1028 had v2.4, no update from factory as someone expected from number 1000.

Drops · 08-18-2006, 11:42 AM

Quote:

Originally Posted by DHer

I think the second part might be an explanation why you *should* clean the screen before shutting down. (Even if i can't explain how burn-in should happen - and why it can't be removed by cycling between black and white for a few times)

I wonder what will happen after some time to the parts of the screen, where the static content is displayed (battery indicator etc.)

Mr. Goodbar · 08-18-2006, 11:50 AM

I just received notification they are replacing my unit as well and I should have it in a few days. I posted some additional thoughts on the iRex board, but in summary they appear to be listening to user feedback. Yes, we've had some teething pains and frustration, but they are showing good customer focus by listening to that feedback and making changes. Keeping the disgruntled feedback thread alive on their forums is another positive indication in my mind. They could have closed it down if they wanted. Just my .02. I may be singing a different tune if my replacement has problems.

TadW · 08-19-2006, 05:25 PM

Just for the record: apparently, according to EU law, you can insist on receiving a replacement unit!

Quote:

If you discover that the item you purchased is imperfect, you initially have the right to choose between the free repair of the imperfect good and the replacement of the product. Should the repair fail twice or should the exchanged item too be defective, you can withdraw from the contract of purchase. You will then be refunded the full purchasing price if you return the product to the seller.

http://www.evz.de/UNIQ115602235902144/doc1209A.html

DHer · 08-21-2006, 10:33 AM

YEAH.

My iliad is back.

Now i'll just have to wait for the pen they forgot to return until i can try the new note-taking features.

And this prerendering in v2.6 is great.

yokos · 08-21-2006, 11:23 AM

Quote:

Originally Posted by DHer

YEAH.
My iliad is back.

congratulations!

Quote:

Originally Posted by DHer

YEAH.
Now i'll just have to wait for the pen they forgot to return until i can try the new note-taking features.

This is strange. Be happy, this is better than only the stylus returned.

Quote:

Originally Posted by DHer

YEAH.
And this prerendering in v2.6 is great.

Yes - but hyperlinks are gone in pdf.

ali · 08-21-2006, 11:28 AM

Me: Support ticket #364, let's see how fast they are now...

pitcher23 · 08-21-2006, 11:50 AM

I'm still waiting on my second return box. It would be nice if the return box contained a replacement Iliad, but I'm dreaming on that one. Hopefully when they eventually send me a working Iliad, it ships a heck of a lot faster than the empty return box.

scotty1024 · 08-21-2006, 04:08 PM

Quote:

Originally Posted by DHer

Now i'll just have to wait for the pen they forgot to return

Since they currently only turn the digitizer power off when the pen is inserted your battery life is going to be a bit worse for wear.

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08-17-2006, 11:09 AM	#2
deadite66 Groupie Posts: 197 Karma: 16 Join Date: Apr 2006 Device: irex iliad, uk Kindle gen3	they had to do something bad press was mounting up, they seem to be having a lot of faulty units atm and the only way to offset this initial ill feeling is to have a very good returns/repair policy because i can guarantee everyone that has a poor time of it will be vocal about it on the Internet.

08-17-2006, 11:58 AM	#3
CommanderROR eink fanatic Posts: 2,022 Karma: 4924 Join Date: Mar 2006 Location: Germany Device: STAReBOOK, iRex Iliad, Sony 505, Kindle 2	Good for you riocaz...and hopefully good for the other people who are waiting too.

08-17-2006, 02:12 PM	#4
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	Congrats. Hopefully they will extend that to the rest of us waiting for repairs. I already told them that was my expectation given that it was a doa unit. I just emailed them again for a status update.

08-18-2006, 11:08 AM	#6
High 5 _/_/_/_/_/_/_/ Posts: 152 Karma: 501 Join Date: Jan 2006 Location: Netherlands Device: Rocket ebook,Cybook, Hiebook, Iliad	Congratulations to the both of you!

08-18-2006, 11:32 AM	#7
El Chupacabra Enthusiast Posts: 33 Karma: 10 Join Date: Aug 2006 Device: iLiad / Nokia 6630	Congrats! I'll talk to you all later, it just arrived mine and I'm trying to set up my network. By the way, #1028 had v2.4, no update from factory as someone expected from number 1000.

08-18-2006, 11:50 AM	#9
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	I just received notification they are replacing my unit as well and I should have it in a few days. I posted some additional thoughts on the iRex board, but in summary they appear to be listening to user feedback. Yes, we've had some teething pains and frustration, but they are showing good customer focus by listening to that feedback and making changes. Keeping the disgruntled feedback thread alive on their forums is another positive indication in my mind. They could have closed it down if they wanted. Just my .02. I may be singing a different tune if my replacement has problems.

08-21-2006, 10:33 AM	#11
DHer Addict Posts: 261 Karma: 156 Join Date: Jul 2006 Device: iliad	YEAH. My iliad is back. Now i'll just have to wait for the pen they forgot to return until i can try the new note-taking features. And this prerendering in v2.6 is great.

08-21-2006, 11:28 AM	#13
ali Addict Posts: 302 Karma: 116 Join Date: May 2006 Device: Iliad, dude!	Me: Support ticket #364, let's see how fast they are now...

08-21-2006, 11:50 AM	#14
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	I'm still waiting on my second return box. It would be nice if the return box contained a replacement Iliad, but I'm dreaming on that one. Hopefully when they eventually send me a working Iliad, it ships a heck of a lot faster than the empty return box.

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